Accessing your UK visa application requires you to navigate two separate websites.
- You use the GOV.UK portal to fill out the form and pay the fee.
- You then use the VFS Global portal to upload documents and book your appointment in Nairobi or Mombasa.
Most login issues occur because applicants try to use their GOV.UK password on the VFS website. This guide explains how to access both systems correctly and resume your application if you get locked out.
The Difference Between GOV.UK and VFS Websites
You must understand that these two portals operate independently. They do not sync your login credentials automatically. You will likely need to create separate accounts for each stage of the process.
The GOV.UK Application Portal
This is the official government site where you answer the legal questions about your travel history and finances. You create a secure account here using your email address and a unique password.
You use this portal to pay the visa fee and the Immigration Health Surcharge. Once you pay the fee, this portal's job is mostly complete.
The VFS Global Appointment Portal
This is the commercial partner's website. It handles the logistics of your biometric appointment. You cannot log into this site using your GOV.UK password.
When you are redirected here after payment, you often need to create a new account specific to VFS Global. If you try to use your government password here, you will see an "Invalid Credentials" or "User Not Found" error.
Resuming Your Application on GOV.UK Portal
You do not need to finish the application in one sitting. The system saves your progress automatically after every page. However, finding the login page again can be difficult because the standard homepage only shows a "Start Now" button.
Using the Return Link
When you started your application, the system sent an automated email to the address you provided. This email contains a unique link to resume your specific form.
You should search your inbox for "UK Visas and Immigration" to find this message. Clicking the link takes you directly to the password entry screen.
Logging In Without the Link
If you cannot find the email, you can still access your form through the general sign-in page on GOV.UK. You will need to provide your email address and the password you created.
The system may also ask for a verification code sent to your phone number. Note that the Home Office deletes incomplete applications after 120 days of inactivity. If you wait longer than this to return, you will have to start a new application from scratch.
Accessing the VFS Global Appointment System
The transition from the government website to the appointment booking site causes the most technical confusion. Once you pay the visa fee on GOV.UK, you should see a green button labeled "Provide documents and biometrics."
The Automatic Redirection
Clicking this green button usually logs you into the VFS Global portal automatically using a "Single Sign-On" process. It should take you directly to the appointment calendar for the Nairobi or Mombasa centre. You typically do not need to enter a password if this redirection works correctly.
Creating a Manual VFS Account
Technical glitches often occur at this stage. You might click the button and see a blank screen or an error message. If this happens, you must go directly to the VFS Global Kenya website and create a new account manually.
You must use the same email address that you used on your visa application form. Once you verify your email, the system will ask you to "link" your application.
You will need to enter your GWF reference number and your last name. This connects your new VFS account to the form you submitted on GOV.UK.
Fixing Common VFS Global Website Errors
The VFS Global website frequently experiences stability issues. Applicants in Kenya often report "infinite loading" screens, blank pages, or "User Not Found" errors even after registering. These are usually local browser conflicts rather than account problems.
Using Incognito Mode
The most effective fix for persistent VFS login errors is to switch your browser to "Incognito" (Chrome) or "Private" (Firefox/Safari) mode. The VFS portal stores cookies that often become corrupted.
Opening a private window forces the site to load a fresh session, which resolves most login loops and blank screen issues immediately.
Upload Errors
Another common technical hurdle occurs during the document upload stage. If the system rejects your files, check the file names.
The VFS system cannot read file names containing special characters like dots, commas, or brackets (e.g., "Bank.Statement(Jan).pdf"). Rename your files using only letters and numbers (e.g., "BankStatementJan.pdf") to ensure they upload successfully.
Finding Your GWF Number
If you need to link your application manually or contact support, you will need your GWF number. This is your unique case reference code generated by the Home Office. Without it, VFS Global cannot identify your application.
Where to Locate It
Your GWF number always starts with the letters "GWF" followed by nine digits (e.g., GWF123456789). You can find this number in three places:
- The Document Checklist: This is the PDF you downloaded after paying the fee. The GWF number is printed clearly in the top right-hand corner of the first page.
- The Confirmation Email: Search your inbox for the "Visa Application Payment Confirmation" email. The reference number is usually listed in the subject line or the body text.
- The URL: If you are logged into your application on GOV.UK, look at the website address bar. The number typically appears near the end of the URL.
Technical issues should not stop you from traveling. If you are unable to access your account or unsure if your documents uploaded correctly, our Comprehensive Application Coaching includes technical support to ensure your file reaches the decision maker safely.